{"id":42,"date":"2017-06-02T07:48:51","date_gmt":"2017-06-02T07:48:51","guid":{"rendered":"https:\/\/trooya.com\/blog\/?p=42"},"modified":"2024-08-08T13:34:09","modified_gmt":"2024-08-08T13:34:09","slug":"how-mature-is-your-social-media-customer-care-process","status":"publish","type":"post","link":"https:\/\/trooya.com\/blog\/2017\/06\/02\/how-mature-is-your-social-media-customer-care-process\/","title":{"rendered":"How mature is your social media customer care process?"},"content":{"rendered":"

Having a great social media customer care process is vital for leveraging your brand\u2019s goodwill online. But before anything, you need to understand how mature your brand\u2019s social customer care process is, not for your audience, but for yourself.<\/p>\n

The maturity of your customer care process totally depends on two important aspects, what is your turnaround time and how is your resolution quality. Hence, we would like you to take up a quick and simple self-assessment test that lets you explore your maturity level, with respect to your social media customer care process.<\/p>\n

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Depending on your answers, we would place you on the following quadrants:<\/p>\n

\"social<\/a>\u00a0 \u00a0 \u00a0 Here is an overview of what all these four quadrants indicate:<\/p>\n

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  1. Quadrant I<\/strong>: Brands that have a poor resolution time and publish resolutions of a low-quality fall in this quadrant. Such brands still lack an understanding of setting up an organized social media customer care process. If your brand lies in this quadrant, you really need to buck up to beat your competitors, who are doing well in resolving their customer queries online.<\/li>\n
  2. Quadrant II<\/strong>: Brands who have a poor resolution time, but publish resolutions of a high-quality fall in this quadrant. Such brands are mostly startups, who are passionate about customer service but lag due to various factors such as limited resources, small setup etc.<\/li>\n
  3. Quadrant III<\/strong>: Brands that have a quick resolution time, but publish resolutions of a low quality lie under this quadrant. Such brands need to understand that customers are looking for a solution, and not a banal response.<\/li>\n
  4. Quadrant IV<\/strong>: Brands who give out a quick and high-quality resolution to customer queries fall under this quadrant. Generally, we see well-established brands that really care for their customer concerns reach the quadrant IV. Quadrant II and III brands aspire to be in this quadrant.<\/li>\n<\/ol>\n

    Quadrant I<\/strong>: Deutsche Bank not only have a poor resolution time, but also a below average quality of resolution. In reality, it doesn\u2019t give out a resolution to customer queries online. It simply pushes templated responses and most of those responses are redirecting the customer to another channel for solutions. The turnaround time taken by this bank\u2019s handle is more than 12 hours.<\/p>\n

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    @DeutscheBank<\/a> you are literally the worst bank to be with. your customer service is terrible and i never have access to my money!<\/p>\n

    \u2014 mandhla. (@mandhlandubiwa) April 24, 2017<\/a><\/p><\/blockquote>\n